Working with Difficult People: Revised and Expanded

IntroductionPart One: Dealing with Hostile or Angry PeopleChapter 1: When Your Boss Is BelligerentComputer SpiesBrowbeatersSadistsChapter 2: When Your Colleagues Are BelligerentRaging BullsTacklersEnviersSquelchersIntimidatorsChapter 3: When Your Subordinates Are BelligerentBushwhackersHotheadsRevengersQuittersPart Two:Dealing with Pushy or Presumptuous PeopleChapter 4: When Your Boss Is ArrogantUsurpersFame ClaimersBlockersChecklist for Offering Unsolicited Ideas and ProposalsChapter 5: When Your Colleagues Are ArrogantMoochersBattering RamsZealotsCompetitorsChapter 6: When Your Subordinates Are ArrogantRule BendersClansmenCommandantsPart Three: Dealing with Deceitful or Underhanded PeopleChapter 7: When Your Boss Is DeceptiveHypocritesWelchersBackpedalersForked TonguesChapter 8: When Your Colleagues Are DeceptiveBrain-PickersBackstabbersUnderminersChapter 9: When Your Subordinates Are DeceptiveSaboteursFoxesBluffersInstigatorsPart Four: Dealing with Shrewd or Manipulative PeopleChapter 10: When Your Boss Is ExploitiveWhip-CrackersConniversCamouflagersFlatterersChapter 11: When Your Colleagues Are ExploitiveSpellbindersImposersDuck and DiversOperatorsChapter 12: When Your Subordinates Are ExploitiveBootlickersSnitchersRumor MongersPart Five: Dealing with Rude or Abrasive PeopleChapter 13: When Your Boss Is DiscourteousClodsRidiculersCondescendersChapter 14: When Your Colleagues Are DiscourteousInterruptersLeft-handed ComplimentersInsultersChapter 15: When Your Subordinates Are DiscourteousFree SpiritsSnippy TalkersDefiersNeedlersPart Six: Dealing with Egotistical or Self-Centered PeopleChapter 16: When Your Boss Is Self-SeekingTalent WastersBrush-offsNeglectorShow-offsChapter 17: When Your Colleagues Are Self-SeekingOne-UppersKnow-It-AllsPulley OperatorsChapter 18: When Your Subordinates Are Self-SeekingEmpire BuildersPrima DonnasMagnifiersPart Seven: Dealing with Procrastinating or Vacillating PeopleChapter 19: When Your Boss Causes DelaysPut-offsHelter-SkeltersOvercommittersChameleonsChapter 20: When Your Colleagues Cause DelaysSocializersPerfectionistsDawdlersChapter 21: When Your Subordinates Cause DelaysChecklist for Dealing with ProcrastinatorsClockwatchersDudsRebelsPart 8: Dealing with Rigid or Obstinate PeopleChapter 22: When Your Boss Is UnbendingComma CountersInflexiblesPigheadsChapter 23: When Your Colleagues Are UnbendingKilljoysChapter and VersersStiff-necksChapter 24: When Your Subordinates Are UnbendingSilent ScrewupsStubborn MulesClingersPart Nine: Dealing with Tight-Lipped or Taciturn PeopleChapter 25: When Your Boss Is UncommunicativeIcebergsClamsEvadersChapter 26: When Your Colleagues Are UncommunicativeSkepticsWithholdersGlarer-StarersChapter 27: When Your Subordinates Are UncommunicativeGrinnersWorrywartsTongue-tiedsPart Ten: Dealing with Complaining or Critical PeopleChapter 28: When Your Boss Is a Fault-finderNitpickersChecklist to Improve Your Listening Skills and ResponsesGuilt LadlersHanging JudgesMeat GrindersChapter 29: When Your Colleagues Are Fault-FindersSquawkersSupersensitivesChecklist for Dealing with SupersensitivesWisecrackersWet BlanketsChapter 30: When Your Subordinates Are Fault-FindersBlame ShiftersWhinersSelf-BeratersMartyrsSumming It Up26 Tactful Phrases to Help You Confront Difficult People10 Important Guidelines to RememberIndex